GLORIELA REYNA
Sacramento,CA
Summary
Detail-oriented and analytical professional with extensive experience supporting state programs, tax administration, eligibility processes, and educational environments. Skilled in reviewing documentation for accuracy, applying state regulations, analyzing data, managing classrooms, and delivering high-quality public service.
Overview
10
10
years of professional experience
Work History
Substitute Teacher
Twin Rivers Unified School District
Sacramento, CA
09.2024 - Current
- Implement lesson plans to ensure continuity of instruction across subjects and grade levels.
- Manage classroom behavior in accordance with district discipline policies.
- Support student learning, monitor progress, and address individual needs.
- Complete attendance, documentation, and administrative tasks.
- Ensure student safety during transitions, recess, lunch, and activities.
- Collaborate with teachers and site staff to maintain instructional consistency.
Tax Program Technician I
Franchise Tax Board
Sacramento, CA
01.2023 - 10.2025
- Examined and processed high-volume tax returns in compliance with state regulations.
- Reviewed documentation, performed corrections, and resolved discrepancies.
- Communicated with taxpayers and internal units to complete case actions.
- Ensured accuracy of forms, payments, and system entries.
- Assisted with procedure updates and trained new staff.
Team Lead / CR&R Specialist
Faneuil / Covered California
Sacramento, CA
08.2019 - 07.2021
- Supported complex case reviews and escalations.
- Researched system defects and coordinated resolutions.
- Prepared reports and training materials.
- Provided workflow recommendations to management.
Team Lead
Faneuil / The Toll Roads
Sacramento, CA
08.2020 - 03.2021
- Supervised staff and ensured compliance with procedures.
- Trained employees and monitored performance.
- Assisted with customer billing and account issues.
Customer Service Representative
ACT
Sacramento, CA
01.2016 - 08.2017
- Responded to inquiries and maintained confidentiality.
- Documented interactions and explained billing procedures.
- Handled high call volumes with accuracy.
Education
Bachelor of Science - Criminal Justice
California State University
Associate of Science - Criminalistics & Criminal Science
Sacramento City College
01.2022
Skills
- State regulations & program policies
- Data review & verification
- Classroom instruction & supervision
- Tax return processing
- Case documentation & maintenance
- Technical troubleshooting
- Eligibility determination
- Quality assurance & compliance
- Workload management
- Public communication & customer service
- Report writing & correspondence
- Microsoft Office
- Excel
- Database systems
Additional Information
Bilingual: English & Spanish, Strong communication & documentation skills, Experience with confidential data, High accuracy, detail-oriented, compliance-focused
Languages
English
Spanish
Accomplishments
- Took all offered shifts to maintain coverage for students
- Completed extra training to further help students under care.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Substitute Teacher
Twin Rivers Unified School District
09.2024 - Current
Tax Program Technician I
Franchise Tax Board
01.2023 - 10.2025
Team Lead
Faneuil / The Toll Roads
08.2020 - 03.2021
Team Lead / CR&R Specialist
Faneuil / Covered California
08.2019 - 07.2021
Customer Service Representative
ACT
01.2016 - 08.2017
Bachelor of Science - Criminal Justice
California State University
Associate of Science - Criminalistics & Criminal Science
Sacramento City College